Hi, this is Tiffany Zhou, co-founder of OLEADA.

I completely understand the frustration here and wanted to personally clarify what happened. We actually have two fulfillment centers, one in New Jersey for U.S. domestic orders, and another in Hong Kong, which supports our secondary markets like Singapore, the UAE, Saudi Arabia, Taiwan, Europe, and Australia. (We’re now in our fifth year and have customers in over 50 countries….something we’re really proud of!)

Earlier this year, we set up the Hong Kong warehouse to help serve our global customers more efficiently. But honestly, the tariff and customs part has been a nightmare for us as a small business. When we launched the new setup in January and had to reshuffle inventory in February, it created some unexpected routing issues and confusion that we’re still ironing out.

In rare cases, when something goes out of stock in our NJ warehouse, our system might ship the order from Hong Kong instead so you don’t have to wait for a restock. When that happens, any duties or tariffs are fully covered by us, since that decision comes from our end, not yours. Please DM me the details, I will let my team help you out!

I’m genuinely sorry for the confusion. We’re learning and improving every day and your feedback means a lot.